Effective LEP Communication Avoiding the Top 10 Translation Traps

Agenda The Perfect Storm Understanding the 10 Traps Applying Translation Best Practices Questions and Answers Effective LEP Communications in Healthcare

The Perfect Storm

Understanding the 10 Traps

Applying Translation Best Practices

Questions and Answers

Our Presenters Maggie Nickles , viaLanguage Client Services 10 years in language translation management Specialist in immigrant and refugee communication Focus on diversity and neighborhood involvement Nancy Pautsch , viaLanguage Healthcare Acct. Management Specialist in healthcare technology and administration Focus on healthcare translation and LEP communications 12 years in clinical setting Moderator : Scott Herber, viaLanguage Executive Vice President Manages viaLanguage’s Healthcare Segment 24 years experience in technology and software management Focus on LEP communications in the healthcare market

Maggie Nickles , viaLanguage Client Services

10 years in language translation management

Specialist in immigrant and refugee communication

Focus on diversity and neighborhood involvement

Nancy Pautsch , viaLanguage Healthcare Acct. Management

Specialist in healthcare technology and administration

Focus on healthcare translation and LEP communications

12 years in clinical setting

Moderator : Scott Herber, viaLanguage Executive Vice President

Manages viaLanguage’s Healthcare Segment

24 years experience in technology and software management

Focus on LEP communications in the healthcare market

The Perfect Storm And you’re in the middle… Growing diversity Increased sensitivity to dialects and regional nuances Pressure on healthcare organizations to provide equal access Cost containment pressure limiting translation budgets Rising cost of translation services

Growing diversity

Increased sensitivity to dialects and regional nuances

Pressure on healthcare organizations to provide equal access

Cost containment pressure limiting translation budgets

Rising cost of translation services

Growing Demographic Diversity Source: U.S. Census Bureau, Population Division, Population Projections Branch, State Projections . Source: Center for the Health Professions, 2006.

#1, The Content Trap Leverage Your Translations Write content that can be used by multiple teams and easily updated in the future. Write with a unified message. Translation Ready Content Keeping content simple to limit the cost of future edits/changes. Avoid jargon, slang and cultural references that won’t translate well. Try not to use multiple fonts in the same document. Establish a literacy level for your target audience and keep the source consistent.

Leverage Your Translations

Write content that can be used by multiple teams and easily updated in the future.

Write with a unified message.

Translation Ready Content

Keeping content simple to limit the cost of future edits/changes.

Avoid jargon, slang and cultural references that won’t translate well.

Try not to use multiple fonts in the same document.

Establish a literacy level for your target audience and keep the source consistent.

Control Your Content! Best Practices Designate one person in your organization who “owns” the translations and translation processes. Maximize your translation budget by bundling small jobs.

Best Practices

Designate one person in your organization who “owns” the translations and translation processes.

Maximize your translation budget by bundling small jobs.

Plan Ahead and Save! 5 Small Translations 1 Bundled Translation Number of Words 100 Words per Document 500 Total Words Target Language Spanish Spanish Turn Around Time 2 Days Per Document (Up to 10 in Total) 2 Days in Total Cost $550 or ($110 per Document) $80-100 Total

#2, The Literacy Gap Assumed vs. real literacy levels Refugee/immigrant community Oral-only languages/Limited standardization of the written language.

Assumed vs. real literacy levels

Refugee/immigrant community

Oral-only languages/Limited standardization of the written language.

Avoiding The Literacy Gap Do Your Research Some refugee/immigrants have a very low literacy rate. Example: Chad only 13% of women are literate Recent standardization of the written language. Example: Somali has only used the Latin alphabet since 1972

Do Your Research

Some refugee/immigrants have a very low literacy rate. Example: Chad only 13% of women are literate

Recent standardization of the written language. Example: Somali has only used the Latin alphabet since 1972

Avoiding The Literacy Gap Understand the Literacy Level of your Audience Proactively reach out and solicit views from community members Poll people Talk to immigrate organizations Non-Government Organizations (NGO’s) Leverage local community resources

Understand the Literacy Level of your Audience

Proactively reach out and solicit views from community members

Poll people

Talk to immigrate organizations

Non-Government Organizations (NGO’s)

Leverage local community resources

#3 Review Cycle Ignorance If a Community Review is part of your process… Best Practices Finalize the English text before translation begins Approve translation before DTP begins (if text approval is needed) Build a review cycle into the project schedule

Best Practices

Finalize the English text before translation begins

Approve translation before DTP begins (if text approval is needed)

Build a review cycle into the project schedule

#4, Feline Herding Behavior Are Reviewers’ Roles Well Defined? Reviewers: Do you have the “right” reviewers? Native-speaker of the target language? Studied the language? Knowledge of the subject matter? Potential for conflict of interest? Enough time in their schedule or workday to devote to review? Is it part of their job description?

Reviewers: Do you have the “right” reviewers?

Native-speaker of the target language?

Studied the language?

Knowledge of the subject matter?

Potential for conflict of interest?

Enough time in their schedule or workday to devote to review?

Is it part of their job description?

#5 Translation Hubris How tough can this be? “ Let’s just do this in-house”. “ I know someone who speaks this language.” “ Does it really require another proofreader?”

“ Let’s just do this in-house”.

“ I know someone who speaks this language.”

“ Does it really require another proofreader?”

#6, Tunnel Vision Planning, planning, planning What does it look like? Translations are ad hoc, and not well planned Time and resources are not included in the project plan in the beginning. “ Hair on fire” “need it tomorrow” mindset incurs rush charges and limits accuracy.

What does it look like?

Translations are ad hoc, and not well planned

Time and resources are not included in the project plan in the beginning.

“ Hair on fire” “need it tomorrow” mindset incurs rush charges and limits accuracy.

#7, Empty Toolbox Thinking Set yourself up for success Create and leverage your AssetTrio Style Guide Glossary Translation Memory

Create and leverage your AssetTrio

Style Guide

Glossary

Translation Memory

#8, Technical Overconfidence “Just send them the file” Poor file construction Non-auto generated Table Of Contents and Indexes Cross-referencing pages instead of sections Your $15 copayment for generic drugs purchased through the Mail Service Prescription Drug Program is now waived for the first 3 generic prescriptions filled (and/or refills ordered) per calendar year. (See page 102.) Your copayment for emergency room care related to an accidental injury or medical emergency is now $100 per visit. Previously, your copayment was $75 per visit. [See Section 7(c).]

Poor file construction

Non-auto generated Table Of Contents and Indexes

Cross-referencing pages instead of sections

Your $15 copayment for generic drugs purchased through the Mail Service Prescription Drug Program is now waived for the first 3 generic prescriptions filled (and/or refills ordered) per calendar year. (See page 102.)

Your copayment for emergency room care related to an accidental injury or medical emergency is now $100 per visit. Previously, your copayment was $75 per visit. [See Section 7(c).]

#9, Re-use Myopia You are not alone… Not looking beyond the immediate need Not sharing translation memory Forcing other groups in the organization to recreate the wheel As the cultural learning improves, it’s not shared Translation Memory can really help……

Not looking beyond the immediate need

Not sharing translation memory

Forcing other groups in the organization to recreate the wheel

As the cultural learning improves, it’s not shared

Translation Memory can really help……

#10, Price-Is-Right Syndrome Shopping for the right translation team Here are some things that we look for: Responsiveness Credentials Work history References

Shopping for the right translation team

Here are some things that we look for:

Responsiveness

Credentials

Work history

References

Summary Get your arms around your content Planning ahead pays off Use a methodology that works Leverage technology Re-use cuts costs Find a translation team that fits

Get your arms around your content

Planning ahead pays off

Use a methodology that works

Leverage technology

Re-use cuts costs

Find a translation team that fits

Questions from our Online Audience viaLanguage., Inc. Phone: 800-737-8481 www.vialanguage.com www.vialangauge.com/Blog

Join Us for the Next Webinar! Save Time & Money with Translation Memory WHEN: Thursday, May 7th, 9:00 AM 9:45 AM Pacific time You’ll Learn: Translation memory: What is it? How it works and what makes a match When it doesn’t work and why Ways to boost your match rate Portability of your translation memory and who owns it Real examples of customers and how they use translation memory Benefits of centralization Register at www.vialanguage.com!

Save Time & Money with Translation Memory

WHEN: Thursday, May 7th, 9:00 AM 9:45 AM Pacific time

You’ll Learn:

Translation memory: What is it?

How it works and what makes a match

When it doesn’t work and why

Ways to boost your match rate

Portability of your translation memory and who owns it

Real examples of customers and how they use translation memory

Benefits of centralization

Register at www.vialanguage.com!

Additional Resources www.ahca.org - American Health Care Assn. www.aha.org - American Hospital Assn. www.omhrc.gov - Office of Minority Health www.hhs.gov/ocr/hipaa - HIPAA www.ahip.org - America's Health Ins. Plans www.diversityrx.org - Diversity Rx: www.ncihc.org - Interpreting in Health Care www.cpehn.org - CPEHN: www.ache.org - American College of Healthcare Execs. www.ncqa.org - NCQA www.pubmed.gov - PubMed www.healthwise.org/p_online_cont.aspx - Healthwise Knowledge Base www.viaLanguage.com/Blog

www.ahca.org - American Health Care Assn.

www.aha.org - American Hospital Assn.

www.omhrc.gov - Office of Minority Health

www.hhs.gov/ocr/hipaa - HIPAA

www.ahip.org - America's Health Ins. Plans

www.diversityrx.org - Diversity Rx:

www.ncihc.org - Interpreting in Health Care

www.cpehn.org - CPEHN:

www.ache.org - American College of Healthcare Execs.

www.ncqa.org - NCQA

www.pubmed.gov - PubMed

www.healthwise.org/p_online_cont.aspx - Healthwise Knowledge Base

www.viaLanguage.com/Blog